The District Consumer Disputes Redressal Commission of Chandigarh has ordered Indigo Airlines to pay Rs 1 lakh in compensation for causing physical harassment to an elderly couple with knee issues while boarding a flight from Chandigarh to Bangalore and during their return journey.
The complainants, Sunil Jand, aged 70, and his wife Veena Kumari, aged 67, had booked W-Tickets along with two wheelchairs on an Indigo flight from Chandigarh to Bangalore, scheduled to depart at 4:45 pm on October 11, 2023. Jand was travelling to Bangalore for total knee replacement surgery on both knees, while his wife had previously undergone knee surgery.
Upon arriving at Chandigarh airport, the couple were not provided with the pre-booked wheelchairs. Instead, they were instructed to go to the Indigo service window, a considerable distance given their limited mobility.
Despite considerable physical discomfort, the couple managed to reach the check-in counter, located about 35-40 feet away. With an hour left for boarding, they requested assistance to access the business lounge and ensure timely boarding.
Jand alleged that no help arrived until 4:25 pm, causing them anxiety as boarding announcements continued. The boarding gate was then suddenly changed to Gate 3. In severe pain, the couple reached Gate 3, where they reported their ordeal to a staff member. However, they claimed that instead of receiving an apology, they were met with arguments. Wheelchairs were eventually provided at 4:40 pm.
The couple’s troubles continued at Bangalore airport. According to their statement, staff members escorting their wheelchairs and luggage abandoned them outside the exit gate, leaving them stranded until 9 pm. They reached out to an Indigo staff member and even contacted customer service, only to receive unsatisfactory responses. Following repeated complaints, Indigo offered a token apology of Rs 2,000, which the complainants found inadequate.
Legal action and commission’s ruling
After their grievances were overlooked, Jand escalated the matter to the District Consumer Disputes Redressal Commission of Chandigarh. Despite being served notice, Indigo Airlines did not respond or contest the complaint, leading the Commission to proceed ex-parte on September 3, 2024.
The Commission criticised Indigo for failing to provide necessary care to elderly passengers, especially those with mobility issues. It concluded that Indigo’s absence from the proceedings suggested an inability to defend against the allegations, proving a deficiency in service and an unfair trade practice.
The Commission ordered Indigo to pay a compensation of Rs 50,000 each to Jand and his wife. Kumari for mental agony, physical harassment and litigation expenses. The ruling emphasised the airline’s duty to provide attentive care to all passengers, particularly those with health conditions.